Service Delivery Manager

Service Delivery Manager

Key Responsibilities:

• Be accountable for managing the delivery of contracted services such as maintenance as well as information technology to customers;
• Serve as the primary point of contact to the internal and external client(s) regarding overall and day-to-day service delivery;
• Ensure SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded;
• Ensure that implementations and ongoing services are delivered on time and meet client requirements by maintaining tight control over the project schedule, risks, the scope of work and budget;
• Build and maintain strong client relationships and participate in client meetings regarding performance to ensure client satisfaction;
• Ensure that operational teams and service partners maintain a clear understanding of the client's needs and provide day-to-day client advice and support;
• Promote the organization's capabilities and works to achieve contract extension or to win additional business within the account(s);
• Promote S&M contract renews and expand the services offer in the current customer base;
• Define budget needs and monitor P&L (costs, revenues, margin) and perform variance analysis of actuals vs. budget;
• Manage customer invoice & payment milestones.

About the ideal candidate:

• Bachelor’s degree in computer science, business administration or closely related discipline, desirable;
• Cyber security knowledge & experience;
• ABDO (Algemene Beveiligingseisen voor Defensie Opdrachten) knowledge would be desirable;
• Ability to pass VGB-B security clearance;
• Commuting distance of Schiphol Airport;
• ITIL Certification;
• Incident Management experience;
• Proficiency in English & Dutch, both spoken and written;
• Knowledge in contract management and project management;
• Knowledge in financial management, to administer budgets, schedules, and performance standards to maintain and optimize the cost of delivery and service as well as to provide financial performance reports;
• Excellent communication skills including the skills to bridge the gap between technical and non-technical stakeholders.

What we can offer you:

• A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
• A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Diversity & Inclusion